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C&W provide Mobilisation and Property Management services for Heron Tower, London

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The Challenge

“If you want commodity space, this is not the place to go”. With that statement, Gerald Ronson set his stall for the City of London’s tallest tower which completed in 2011.

In so doing, Heron sought a managing agent who would help to develop a market-leading service ethos that would redefine standards for customer service, on site delivery and innovation in office occupation.

C&W’s challenge was to develop Heron’s aspiration for six star service into deliverables and mobilise this prestigious instruction into management.

The Solution

Given that great service relies on people, and the way they are managed, C&W responded with Heron Academy.

Heron Academy is a bespoke talent selection and management programme developed exclusively for Heron by C&W. It has a single purpose; namely to create a high performing and inter-connected service unit; a single, exceptional customer service team.

Our mobilisation commenced in 2008. The Academy has been central to our procurement, recruitment, leadership and service experience offered since the doors opened in March 2011.

In addition to common area services, Business Support Services have been assembled to support tenants’ space, staff and infrastructure needs. On site concierge services have been developed ranging from every day essentials to luxury lifestyle.

In preparing for fitting out, an integrated works co-ordination and logistics package has been structured to ensure that the tower can accommodate multiple simultaneous fit outs with tenants in occupation.

The Results

During the first year of management, Heron Academy has delivered tangible innovation across our supply chain. Our Service Partners have seen the value from profiling each candidate brought to site. Initially, profiling ensured the right candidates were selected for the role requirements and personalities of the wider team. Once assembled, profiling has delivered strong team dynamics and reduced the time taken for a new team to become high performing. Attrition has been well below industry attrition providing stability and increased knowledge transfer as the project has moved from mobilisation into management.

Market perception of the team on site is strong. Our General Manager won BIFM’s top award of FM of the Year in 2011. Most importantly however, the team are driven by making sure that market perception puts and keeps Heron Tower on the world stage.

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